Dental Customer Service Authority Dr. David Moffet says the customer relationship matters more than the service itself.
Should your passion be obvious to your customers? Sure. Build a relationship with them as well.
Dr. David Moffet is a successful dentist who helps other dental professionals create pleasant experiences for their customers.
Going to the dentist doesn’t really rank high on people’s favorite things to do. So Dr. David focused on making customers love him and enjoy the service. Then he started teaching other colleagues to get rewarded for their hard work.
‘If you try to be everything to anybody, you will be nothing to anybody.’ David warns that trying to please everyone is wrong and will have the opposite effect.
‘Not everybody needs to be our customer. Just the nice people.’ Service providers should enjoy doing their job and working for their customers as well.
In this way, their business brings fulfillment and it’s not just a way to earn revenues. Dr. David also advises us to be good customers, spouses and friends 24/7.
Need to know more about building customer relationships? Go here. Share it with your friends and spread the passion.
Passionpreneur & Chief Energy Officer
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Moustafa: Hello everyone and welcome back to Passion Sundays – the best way to end a week and start another! Our guest today is a dentist who became a speaker who talks to dentists about a practice of their dreams – Dr. David Moffet! Thank you very much for being here with us today!
David: A pleasure to be here, Moustafa!
Moustafa: I appreciate it!
David: Thank you!
Moustafa: You’re the first dentist I’ve ever had on the show.
David: Oh, thank you very much!
Moustafa: So tell me – how did you find the passion from being a dentist to also being a coach and an author that helps other dentists?
David: I wanted be a dentist who did two things. I wanted my customers to really love me because most dental customers hate going to the dentist. So I thought if I could attract customers who love going to the dentist then I would be very successful as well. And in doing that I’ve built a very successful practice in a low socio-economic part of Sydney where people have average incomes, drive average cars, average jobs and have average houses. But my practice has been very successful. Having done that, my business was bought by a corporate and I collected a very nice sum of money. And I thought if I can do that then there is nothing special about me. I can teach other dentists how to be successful because one of my real passions is that dentists don’t get enough reward for what they do. They study hard at school, they study hard at university, then invest nearly a million dollars in buying a practice, especially in the US and then they are behind the apron just struggling, struggling, struggling. I’ve thought: What sort of a life is that for all the work they put in? So I’m passionate about helping dentists help their customers. It’s a win-win-win for everybody.
Moustafa: Ok, amazing. And, as you said that… it gets really tough. Sometimes you get into pursuing your passion and along the way you find yourself in a rat race to keep pursuing that passion and you start losing the passion for the passion. How do you find passion when times get tough like this?
David: Passion for me?
David: I just know that there is a certain percentage out there in everything. There is a certain percentage out there who are happy to receive a service and they don’t care how much it costs. Whether it’s the guy who mows your lawn… do you know if the guy who mows your lawn charges the same as the same for the lawn across the road or down the street? You don’t know. All you know is he does a great job. Why couldn’t he be charging you $10, $15 more? You’re happy to pay that. Your wife’s hairdresser. Where does she go? Who does her nails? She doesn’t care. It’s the relationship that you have with those people. Not the actual doing of the service but the customer relationship that counts. We can transform that into dentistry so we are not selling a commodity, we are selling a service and a relationship. Most of the work that I diagnose in my patient’s mouths, they are accepting it before I put the mirror down. They are saying ‘Yes, we have to do it’. They don’t say ‘What’s it for? What’s wrong?’. They go ‘Let’s do it! Let’s fix it.’. So that passion… I’m always reminded of the nice people and I look for the nice ones. We don’t have to be everybody’s… not everybody needs to be our customer. Just the nice people.
Moustafa: The nice people as per you define nice people basically and it’s about customer selection in a way.
David: You select your customer. If you try to be everything to anybody, you will be nothing to anybody. So you’ve got to choose your nice customers, the people you like, the people you look forward to seeing in your appointment book. If you are selling newspapers – the people who you like to see every day coming to buy the newspapers, it’s exactly the same.
Moustafa: I like it! So basically have customers that are as passionate as you about the same things.
David: Exactly, exactly!
Moustafa: I love it!
David: Be a good customer when you are out there in your own life. Be a good customer to other people. When you go for your coffee, when you are buying groceries. They say ‘How are you?’ and you say ‘Good, how are you? How’s your day going?’. Talk back to them.
Moustafa: I like it! Be a good customer and be passionate also when you are receiving, not only when you are giving and most of the times we forget being good customers ourselves.
David: It’s not clocking on and off at your business. It’s being 24/7 a good customer, being a good husband, being a good spouse, being a good parent, being a good friend, it all adds up. Then it just continues across your business.
Moustafa: I love that! Be a good customer!
Moustafa: Doctor, thank you very much for being with us today!
David: My pleasure!
Moustafa: I’ll be a good customer the next time I’ll come to your chair.
David: Thank you, Moustafa!
Moustafa: Thank you very much, Moustafa!
David: A pleasure!
Moustafa and David: Passion!
Moustafa: What do you think? I would really love to hear your opinion. So if you found useful, leave your comments on the blog below and do share it with your friends. And if you’d like more tools, tips, techniques and exclusive videos that I only share on my website, go to Moustafa.com. And until next episode – live passionately!